DoorDash is hiring a

Customer Advocate, VIP Support

Phoenix, United States

About the Team

The Customer Advocate supports the high-value merchants within the Support Operations portfolio. The team handles phone calls and casework for the VIP portfolio to prevent churn, grow the business, and provide appropriate tailored solutions. The objective is to provide an individualized experience to resolve the customer's issue in a satisfying manner and avoid having to create a negative impact on other support teams.

About the Role

The Customer Advocate is a customer champion, problem-solver, and excellent DoorDash advocate, who is passionate about helping our customers. You will use appropriate tools, escalation channels, and make empowered decisions that lead to a win-win situation for customers and DoorDash. You will oversee all issues, make decisions based on campaigns, and follow up on every issue. Using your de-escalation and problem-solving skills, you will help the future of the Support Operations Customer Service Model. You will partner with the Experience and Support Operations Teams in an involve, inform and consult approach that provides updates as to customer concerns, feedback, and ideas as to current and potential product opportunities.

This Customer Advocate position will report to the Supervisor on the Marketplace, Live Operations team.

NOTE: This role is located in Tempe, AZ and will require the ability to flex to off hour shifts such as mornings, evenings, weekends and holidays.

You're excited about this opportunity because you will…

  • Create a delightful, consultative, customer experience that exceeds the customer's expectations while understanding their needs and providing them the appropriate DoorDash solution
  • Deal with change by conducting pilot programs designed to improve the customer experience
  • Work with partners to be the voice of the customer for our products, services and processes that DoorDash provides
  • Participate in new strategies and programs to help increase customer retention
  • Be empowered to make decisions to make the customer's situation better
  • You enjoy problem-solving, and the opportunity to think outside of the box

We're excited about you because…

  • You're enthusiastic about our customers and always wanting to help them succeed
  • You excel in changing work environment
  • You have experience with de-escalating customers and turning detractors into life long promoters
  • Your customers love you and always have great things to say about you
  • You have 2+ years of call center experience or account management experience
  • You are solution minded

Why You'll Love Working at DoorDash...

  • We are leaders – Leadership is not limited to our management team. It's something everyone at DoorDash embraces and embodies.
  • We are operators – We believe the only way to predict the future is to build it. Creating solutions to lead our company and our industry is what we do on every project, every day.
  • We are learners – Everyone here is learning on the job, no matter if we've been in a role for one year or one minute. We are committed to learning and implementing what is best for our customers, merchants, and dashers.
  • We are one team – The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights.

About DoorDash

DoorDash is a technology company that connects customers with their favorite local and national businesses in over 4,000 cities and all 50 states across the United States and Canada. Founded in 2013, DoorDash empowers merchants to grow their businesses by offering on-demand delivery, data-driven insights, and better in-store efficiency, providing delightful experiences from door to door. By building the last-mile delivery infrastructure for local cities, DoorDash is bringing communities closer, one doorstep at a time. Read more on the DoorDash blog or at www.doordash.com.

Our Commitment to Diversity and Inclusion

We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

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